Point One Navigation

• Own the customer experience of our Network • Work with our Network Operations team to understand incidents that affect the customer experience • Identify emerging issues and collaborate with engineering and manufacturing teams to understand and support the resolution of those issues • Understand available metrics and dashboards and contribute to the development of these tools to allow for the targeted resolution of customer questions • Personally manage high-impact or technically complex support cases • Partner closely with FAEs, Product, and Engineering to diagnose issues and close the loop with customers • Ensure customers receive clear, confident communication during investigations and incidents • Model best-in-class technical troubleshooting and customer engagement practices for the team • Design and implement systems that enable both network operations and customer support to scale • Define a support ticket taxonomy that reflects customer use cases, technical complexity, and operational impact • Document operational procedures, escalation paths, and ownership models • Develop automation and tooling to reduce manual work and improve operational efficiency • Identify patterns across support tickets, network events, and operational data • Translate operational signals into actionable insights for Product and Engineering • Ensure recurring issues and infrastructure gaps are clearly surfaced and prioritized • Create lightweight reporting that gives leadership visibility into network reliability, operational trends, and customer friction • Define and implement the right metrics for understanding customer experience and operational impact • Establish mechanisms to collect structured customer feedback without creating noise • Use both operational data and customer feedback to drive continuous improvement • Act as a player-coach, leading through hands-on operational work while building the foundations of the team • Train and mentor support engineers on troubleshooting methodology, operational awareness, and customer communication